PRODUCTION SPECIALIST L2

Provide technical support to process, resolve client issues, and meet process SLAs. Support transactions, field client queries, and update availability in the RAVE system. Document queries, track resolutions, and maintain knowledge bases to aid in problem resolution.

Requirements

• Manage transactions as per required quality standards
• Field all incoming help requests from clients via telephone and/or emails
• Document all pertinent end user identification information
• Update own availability in the RAVE system
• Record, track, and document all queries received
• Follow standard processes and procedures
• Resolve client queries as per the SLAs defined in the contract
• Access and maintain internal knowledge bases
• Identify and learn appropriate product details
• Document and analyze call logs
• Maintain and update self-help documents
• Identify red flags and escalate serious client issues
• Ensure all product information and disclosures are given to clients
• Deliver excellent customer service through effective diagnosis and troubleshooting
• Provide product support and resolution to clients
• Assist clients with navigating around product menus
• Troubleshoot all client queries
• Maintain logs and records of all customer queries
• Accurately process and record all incoming call and email using the designated tracking software
• Offer alternative solutions to clients
• Follow up and make scheduled call backs to customers
• Build capability to ensure operational excellence and maintain superior customer service levels
• Undertake product trainings to stay current with product features, changes and updates
• Enroll in product specific and any other trainings per client requirements/recommendations

Benefits

• Medical benefits
• Dental benefits
• Vision benefits